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From Cold Calls to Chatbots - The Evolution of Contact Centers: Phillp Bennett
Manage episode 490961084 series 3356900
Content provided by NobelBiz Studios. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by NobelBiz Studios or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
AI bots beat humans: what does that say about your contact center?
In this episode of First Contact: Stories of the Call Center, Phil Bennett from Empire Today breaks down what most leaders get wrong about digital transformation. From the early days of chat support in 2002 to today’s AI-assisted agents, Phil has seen it all—and he’s got the hard truths (and ROI stats) to prove it.
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Manage episode 490961084 series 3356900
Content provided by NobelBiz Studios. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by NobelBiz Studios or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
AI bots beat humans: what does that say about your contact center?
In this episode of First Contact: Stories of the Call Center, Phil Bennett from Empire Today breaks down what most leaders get wrong about digital transformation. From the early days of chat support in 2002 to today’s AI-assisted agents, Phil has seen it all—and he’s got the hard truths (and ROI stats) to prove it.
He shares why assigning your top phone agents to chat might negatively impact performance, how a chatbot designed as a fallback ended up outperforming human representatives by nearly double, and why true omnichannel success depends on understanding the unique skill sets each medium demands.
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Similar to First Contact: Stories of the Call Center
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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